Systems Integration Senior Specialist

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Systems Integration Senior Specialist to join our team in Atlanta, Georgia (US-GA), United States (US).

Job Description:

Day to Day job Duties: (what this person will do on a daily/weekly basis)

• Design, configure, develop, and support Salesforce Service Cloud solutions for enterprise customer service operations, with a focus on customer service excellence and agent productivity.
• Implement and enhance Service Cloud capabilities including Service Console, Omni-Channel routing, Case Management, Email-to-Case, Knowledge Management, entitlement processes, service contracts, SLA tracking, escalation rules, and customer support workflows.
• Build and optimize Agentforce and AI-assisted service workflows to automate case handling, generate agent recommendations and summaries, streamline service operations, and improve service agent productivity.
• Configure and deploy conversational bots, including Einstein Bots and Agentforce-powered bots, by designing conversational flows, dialog management, NLP-based intent recognition, API integrations, and seamless bot-to-live-agent handoff through Omni-Channel.
• Develop and maintain custom Salesforce functionality using Apex Classes, Triggers, Lightning Web Components (LWC), Visualforce Pages, Flows, validation rules, page layouts, roles, profiles, sharing rules, workflows, and Process Builder where applicable.
• Integrate Salesforce with external platforms using REST/SOAP APIs, AWS services, CTI connectors, middleware tools, Platform Events, and GraphQL APIs to support real-time communication and efficient data exchange.
• Design and maintain Service Cloud reports and dashboards to monitor KPIs such as case resolution time, agent performance, SLA compliance, bot performance, and customer satisfaction.
• Support deployment lifecycle activities using Copado and Change Sets, including release planning, environment coordination, validation, and post-deployment support.
• Perform data migration, cleansing, and quality checks using Apex Data Loader and ETL tools to support implementation, enhancement, and operational activities.
• Collaborate with business stakeholders, architects, developers, QA teams, and cross-functional teams to manage deliverables, timelines, risks, and production support needs.

Basic Qualifications: (what are the skills required to this job with minimum years of experience on each)

• Minimum 5+ years of work experience in Salesforce.com projects, including Salesforce administration and application development.
• Minimum 3+ years of hands-on experience implementing Salesforce Service Cloud solutions for enterprise clients.
• Minimum 2+ years of experience with core Service Cloud features such as Service Console, Omni-Channel, Case Management, Email-to-Case, Knowledge Management, entitlement processes, SLA tracking, escalation rules, and service contracts.
• Minimum 2+ years of hands-on experience developing custom Salesforce solutions using Apex, Triggers, Lightning Web Components (LWC), Visualforce, Flows, and declarative automation tools.
• Minimum 2+ years of experience integrating Salesforce with external systems using REST/SOAP APIs, middleware tools, AWS, CTI connectors, Platform Events, or GraphQL APIs.
• Experience implementing or supporting Agentforce, Einstein Bots, or conversational AI solutions for customer service automation, bot-to-agent handoff, and service productivity improvements.
• Strong understanding of Salesforce security, data model, sharing model, governor limits, performance optimization, and scalable design practices.
• Experience with Salesforce deployment and release management using Copado, Change Sets, or equivalent DevOps tools.
• Experience with data migration, cleansing, and loading activities using Apex Data Loader or ETL tools.
• Excellent communication, stakeholder management, problem-solving, teamwork, and ability to work efficiently under pressure and within tight deadlines.

Travel:

• As required by project and client needs.

Degree:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent work experience.

Nice to Have; (But not a must)

• Salesforce Certified Service Cloud Consultant certification.
• Salesforce Administrator and/or Salesforce Platform Developer certification.
• Experience leading workstreams, mentoring team members, and coordinating project deliverables across cross-functional teams.

About NTT DATA:

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.